Financial Client Satisfaction Index
May I measure and monitor my branches as well as the financial institution? Yes, when you sign up, you'll be asked how many branches you want to track and your fee will be based on this. See fees. Then, when you receive your "password and user ID" you should go to the Members Area and enter the names of your branches. The questionnaires ask people to identify their branch and as you upload your results each month or quarter, you'll do this by branch, and the reports will allow you to sort by and look at individual branches! This is done via a simple "pull down" menu.
May I view "Market Segments"? Yes. Two ways. The questionnaire has traditional demographic questions; and you will be able to sort by these on a "pull down" basis.
You also have the option of pre-coding your paper questionnaires with user defined codes, which you may be using. For example, many financial institutions use "deciles" or profitability codes to look at customers. You can use these and pre-code your questionnaires before mailing them. See Conducting the Survey.
How do I download and print the questionnaire? The questionnaire, as well as any of the downloadable materials, are created on PDF files for easy transportability. Simply click on the link to download the file and then store it on your hard disk drive. Then you may transfer it to a removable drive (USB CD, floppy, etc.) and take it to a printer for printing. Be sure to ask for #10 card stock. To open the file your printer will need to have the software "Acrobat Reader". This is very common software and most printers have it. If not, you may go to the Adobe site and download it. It would probably be a good idea for you to have this, anyway. If you have this software, you can download the questionnaire and print it on your laser printer.
How do we place our financial institution name on the hard copy questionnaire? After you or your printer print out the questionnaire, you should "strip in" you name and or address, depending on which version you use. The text format or true type font is Helvetica. Or you can use something similar.
Do I have to use the "Lobby Box" you recommend? No. It is very nice if you only have a few branches. But if you have many, it can be expensive. A good substitute would be an inexpensive "in-box" made from either wire or wicker. You can put these around at a very low cost. Simply download and print the insert to the Lobby Box and use it by taping it to the in-box or propping it up nearby. You might also just take one of the questionnaires and write across it in magic marker....."Return Here". This may look a little homespun, but that's good. It suggests that the branch employees are doing this themselves!
How should I sample my customers? This is very important and we recommend applying considerable thought to each of the alternatives. For more information on all the alternatives please review the page titled Conducting the Survey.
Should I use the on-line questionnaire? Yes! You can make a link directly to the full questionnaire or you can deploy one or more mini-surveys on your site. Your on line clients will be able to answer your survey which is immediately submitted to your database, hence eliminating the use of valuable time and resources to enter data manually. PLUS from your client's perspective, the transition to your on line survey site is so seamless, most of the time they will not ever truly leave your website.
We encourage you to PROMOTE the on line surveys vigorously! Please see instructions on Linking to Your_website for coding and directing your clients to your unique FCSI on line questionnaire. For additional information please view the On-Line Survey Sample.
How do I upload my data? Three ways. First, if you have a small sample, say under 300, you can just go right to the website and enter them directly. If you have a larger sample or wish to remain off line until you "push the button", you can download our Batch Template and work off line This special, easy to use little "spreadsheet" allows you to enter the individual questionnaires....a few at a time to accommodate your work schedule....and upload them later....all at once.
When do I upload my data? First, remember that your on-line questionnaire will be collecting input continually and will submit your surveys as new data at the beginning of each month. Therefore, we recommend that you do your paper survey monthly also. However, if this is not feasible, you may wish to upload quarterly.
National norms will change as of the first day of each month, therefore it is important that all of your data be uploaded on the last day of each month. This is the best case scenerio. If there is a delay for one or two days our programmers will be able to compensate for this without compromising the the intergrity of your data.
How often should I conduct my survey? We recommend monthly. This is when most performance measures are assembled; and customer satisfaction should be viewed with the same frequency. The next best option will be quarterly..
Can I get somebody else to tabulate my data? Yes, in fact you may wish to consider hiring outside help such as students or industry interns. The procedure will allow for your personnel to utilize your custom upload template which we provide.
And remember, as mentioned, your questionnaires mailed back to us for processing for an additional fee .Do you have a quick reference guide? Yes please print the Beginners' Checklist for future reference.